All Episodes

February 24, 2021 14 min

What is good online customer service, and can we improve the multi-channel customer experience? What have the last twenty years of technology advances taught us about making the business case for customer channel-shift more successful?

In this podcast, you’ll hear three things customer service leaders must do to improve multi-channel customer service performance.

We'll navigate a case study customer journey from chatbot to website, through contact centre and e-mail, as two major organisations try to resolve a simple process problem.


  • 2001 A Space Odyssey. HAL and Dave.

  • Critical channels of choice, 2020. The Chief Marketing Officer Council.
  • Alcock, T. & Millard, N., 2006. Self-service — but is it good to talk? BT Technology Journal, 24(1), pp.1–9
  • Zurek, B. et al., 2001. Making self service pay off, Forrester Research
  • The Inner Circle Guide to Self-Service, ContactBabel: 2014, p16
  • Share
    Mark as Played

    Advertise With Us

    Popular Podcasts

    Crime Junkie
    The Daily

    The Daily

    This is what the news should sound like. The biggest stories of our time, told by the best journalists in the world. Hosted by Michael Barbaro. Twenty minutes a day, five days a week, ready by 6 a.m.

    Dateline NBC

    Dateline NBC

    Current and classic episodes, featuring compelling true-crime mysteries, powerful documentaries and in-depth investigations.

    For You

      Music, radio and podcasts, all free. Listen online or download the iHeart App.


      © 2021 iHeartMedia, Inc.

      • Help
      • Privacy Policy
      • Terms of Use
      • AdChoicesAd Choices